ServiceNow Business Analyst

Norseman Services

Norseman Services, an Information Technology professional services company, is a wholly owned subsidiary of Norseman Incorporated. This includes Norseman Defense Technologies, a Value-Added Reseller (VAR) with over 30 years of experience solving complex IT issues. Norseman Services utilizes leading edge technology and experienced Engineering staff to provide robust, technically superior, and cost-effective solutions to meet the challenges of the US Government’s complex IT requirements.

Job Description

Norseman Services is seeking a ServiceNow Business Analyst to support programs for complex mission-critical programs. Individuals in this role are responsible for supporting ServiceNow engagements as a business analyst for our government and commercial customers. The right candidate will have the opportunity to interface with multiple customers and offices across the department and assist the development teams in understanding the business needs of the customers. The candidate will be key member of an agile team, working to iteratively deliver value to our customer base.

Responsibilities:

• Work closely with business stakeholders to understand existing processes, challenges, and desired state
• Conduct interviews, workshops, and process walkthroughs to gather and document detailed business requirements
• Analyze requirements, identify gaps, and provide recommendations for process improvements and automation opportunities
• Establish a firm understanding of ServiceNow capabilities and best practices to propose effective solutions that align with business needs.
• Collaborate with development teams, vendors, and ServiceNow experts to support the design and validation of proposed solutions
• Support the transition of functional requirement to technical requirements and engage with stakeholders throughout the process to align design and implementation activities to customer expectations
• Assist in quality management reviews to ensure that business and design requirements are met
• Provide process flow and other required documentation artifacts defining the “as-is” and “to-be” process architecture
• Support Project/Program management and development teams throughout the SDLC

Qualifications

• Bachelor’s degree in Business Administration, Information Systems, or a related field
• Minimum of 3 years of experience as a Business Analyst, preferably in IT service management or enterprise service management domain
• Strong analytical, problem-solving, and critical thinking skills
• Excellent communication and interpersonal skills, with the ability to effectively communicate with both technical and non-technical stakeholders
• Experience with ServiceNow CSM, ITSM, or ITAM modules is highly desirable
• Familiarity with other ITSM/ESM platforms is highly desirable
• Familiarity with business process analysis, modeling, and optimization methodologies
• Ability to work collaboratively in a team environment and manage multiple priorities effectively
• Strong organizational and time management skills, with a keen attention to detail

Preferred:

• ServiceNow Administrator certification or relevant ServiceNow micro-certifications
• Hands-on experience with ServiceNow configuration, customization, and administration.
• Knowledge of ServiceNow scripting and development best practices.

Clearance Level

Secret/Public Trust clearance desired

• Equal Opportunity Employer/Veterans/Disabled